Posts under ‘Terrible Customer Service Review’

Signed up for their superfast package, dreadfully slow speed. Dreadful customer service, still trying to RESOLVE SLOW speed issues…

Posted 24 March 2023

Shell Energy Broadband Reviews recently posted on broadband.co.uk

Reviewer Jack: Location York: Date 2023-03-02

Comments

Avoid buying this broadband at all cost. Should be banned from comparison sites. I have had the broadband for 3 days, haven’t got it working yet. Rang up to cancel for free in my “14 day cooling off period” to be told this actually ended 2 days ago, the day the line was taken over by Shell. Currently trying to charge me £110 to cancel a service I’ve had for 3 days that hasn’t worked once. Only saving grace has been a couple of people on the phone who have been willing to try to find a way a round this. read more

21 March 2023

The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.

Shell have been reported to OFGEM and…

Shell have been reported to OFGEM and The Serious Fraud Office. The Maximum they can charge customers in my area for electric is 36p last october the put my bill upto in excess of 39p and in january to 41p + According to Citizens advice this is illegal. Check you bills and if they are overcharging you report to Citizens Advice and seriuous fraud office. The more who do the more chance there is of them bveing prosecuted and you getting compensation read more

16 March 2023

The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.

Awful service

Awful service, customer care at it’s very worst! The phone and broadband goes down, you call them and they don’t help. In fact they try to charge you to fix a problem that isn’t even your fault. Yet you are forced to pay for a service that doesn’t work

Absolutely the worst internet i have…

Absolutely the worst internet i have EVER had!!!
I can’t wait to switch back to sky.
It never ever works and if it does it’s still not the best.
Ridiculous and absolute waste of money.
Never again!!! read more

This company are without question the worst company I have EVER had the misfortune to have any dealings with. Shell Energy and broadband are nothing more than a bunch of cowboy liars…!

Shell Energy Broadband Reviews recently posted on broadband.co.uk

13 March 2023

Reviewer Martin: Location Kingston upon Thames: Date 2023-02-22

Comments

Stay clear! I moved over from Virgin Media and had absolute terrible broadband speed from the get go. It was an absolute nightmare to get in touch with support.
First I tried the phone, just to wait ages in a holding loop to then having the line suddenly interrupted when I was finally talking with someone.
Then I tried email and nobody answered for a week. And even then it was a very slow back and forth with them not taking it serious.
Finally reached someone on the phone, just to be told it must be the WiFi router and I should reset it and connect it to another outlet. And after I’ve done that, I had to wait again for hours to talk to someone.
I then tried to cancel as it was an absolute nightmare, and they just outright rejected it. Months later after the communications ombudsman, finally someone came out and fixed it. Speed is now perfect, but too late, because I had to extend Virgin Media as the Shell line wasn’t working. read more

A product that doesn’t work reliably and a router that drops the WiFi completely in the next room.  Avoid this company and product at all costs.

Shell Energy Broadband Reviews recently posted on broadband.co.uk

10 March 2023

Reviewer Joanne: Location Leeds: Date 2023-02-15

Comments

Absolute joke of a company message you 5 days before installing to say they cancelled order after waiting 2week STAY CLEAR

Reviewer Ron Bell OBE: Location Blackpool: Date 2023-02-14

Comments

Absolutely disgraceful service that pass you round in circles with no solution. read more

..by far the worst internet I have had ever! The download speeds are super slow and the Wi-Fi constantly cuts out…

Shell Energy Broadband Reviews recently posted on broadband.co.uk

Tuesday 7 March 2023

Reviewer Abmed: Location Middlesbrough: Date 2023-02-09

Comments

Horrible experience!!! definitely would not recommend them and I wish I read the reviews before I join them

The broadband speed is not the best but the real nightmare is trying to contact the customer services
Awful and horrible experience read more

If you want bad customer service and multiple internet issues to make your life more difficult and stressful, go with Shell. Otherwise, I’d advise staying clear!

Shell Energy Broadband Reviews recently posted on broadband.co.uk

27 February 2023

Reviewer ZM: Location Sheffield: Date 2023-02-01

Comments

I would never usually bother to leave a bad review but feel the need to share about avoiding Shell! Unfortunately the only positive thing to say about Shell is that the internet is ok (if it works) but the customer service (if you manage to get through before being on hold for an hour) is terrible. I’ve been lied to about my rights, had issues with resolving any internet problems (seems to take a while to resolve anything, even when the internet doesn’t work at all). The router they send is terrible and randomly died but Shell didn’t take responsibility and charged me for an engineer visit (which they later refunded after multiple calls disputing). I’ve had issues with connection and speed. Whether it’s zero internet or bad connection and poor speed. read more

Shell Energy Broadband Reviews recently posted on broadband.co.uk

Reviewer David: Location Edinburgh: Date 2023-01-25

Comments

Absolutely terrible – random drop-outs, horrible speed, and I live alone, so maximum 1-2 devices using Wifi at any time. Their response: “Wifi isn’t guaranteed, we’ll send you a network cable” – how does that help for smartphones and tablets? Can’t wait to leave. Worst internet I’ve had in years. AVOID

Reviewer Andy: Location Notts: Date 2023-01-21 read more

24 Feb 2023

The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.

AVOID

AVOID, AVOID, AVoID!
I’m on a fixed broadband contact but have just been told my bill is being increased from April, the contract is ‘FIXED’ but they are increasing the price only 2 months into an 18 months contract. Scam, a big scam and they won’t let me leave without paying £97.93. The service they provide is horrendous too, just checked the internet speed at 16:55pm and it’s upload 0.72 mbps. You read it right, “0.72”! Upload and 12.9 download. We had lower readings from them on different times/days. read more

22 Feb 2023

The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.

A new level of awful

Phoned up to tell them a move date. It was like I’d ask them to solve the meaning of life. Got transferred 7 times and then ended up back at he original South African call centre. They do not have a clue what they’re doing. Completely and utterly hopeless.

Broadband goes down every day

Broadband goes down every day, sometimes twice a day. I’ve only had it for two months and every day it goes down at different times. Don’t waste your money. read more

Shell Energy Broadband Reviews recently posted on broadband.co.uk

Reviewer Graham: Location Great Yarmouth: Date 2023-01-02

Comments

Customer service is poor to non-existent. I am at the end of a 12 month contract with the same problem I reported at the beginning of the contract, that means 12 months of paying for a service that was shoddy and not supported. If you are considering Shell Broadband, I recommend you look again.

Reviewer Brigid: Location Hazel Grove: Date 2023-01-02

Comments

Since Shell took over from the Post Office my phone and broadband are nothing but trouble.
All my contacts have told me they are unable to get in touch.
1 – Weird noise on line,
2 – it may ring out and cut off,
3 – it crackles if working at all
4 – have tried several phones but the problem continues.
5 – my tech and phone works fine when tried at friends house
6 – customers service are trying to deal with Post Office customers and Shell customers
7 – They try to make you feel as if I’m the only one complaining
8 The service is not fit for purpose
9 – For any other purchase I am entitled to a replacement or refund. I feel Shell should refund all my payments since they took over from the Post Office.
10 – Shell service is so bad there have been radio programs of people complaining.
11 – Customer service people go through the same script each time I call and tell me there will be charge from OPENREACH if an engineer has to come out. read more

“left with no broadband for three full weeks – now to be four weeks of no broadband, by the time my new router will supposedly arrive. Yet my contract is live and I have already received my first bill…”: “Never in my life have I been failed so badly by a company…”

Shell Energy Broadband Reviews recently posted on broadband.co.uk

REVIEW POSTED ON broadband.co.uk on 1st Jan 2023

Reviewer Callum: Location Carlisle: Date 2023-01-01

Comments

I had no other choice but to log a formal complaint today with Shell Energy, due to my – still to this day – completely un-functioning broadband. read more

THE SUNDAY TIMES

‘Get a grip’ Shell told, as it racks up the most broadband complaints (again)

Extracts from an article by Ellie McDonald published on Sunday 29 Jan 2023 (Page 15)

Shell Energy has been told to “get a grip” after a surge in broadband and landline complaints.

The telecoms regulator Ofcom also said it was monitoring the firm’s performance because its complaints volume remains far higher than its rivals.

Shell Energy, which started providing broadband in 2016, had 27 complaints per 100,000 broadband customers between July and September 2022 and 20 complaints per 100,000 landline customers. It was also the worst in the previous three months, when it received 31 and 23 complaints per 100,000 customers respectively.

Shell Energy Broadband said: “Ofcom’s table reflects our position up to six months ago. Since then we have invested heavily and made big strides in our processes.

We’re confident that these will be reflected when Ofcom releases its results for the current period.” read more

BBC News

Man hit with £29k Shell Energy bill after supplier error

24 Jan 2023

A man has been hit with a £29,000 energy bill following a mistake by his supplier.

Patrick Collins, from Henley, Oxfordshire, said attempts to resolve the problem with Shell Energy had so far failed.

The bill was his first from the firm after his previous supplier, Green Energy, went bust in 2021.

After being contacted by the BBC, Shell Energy said it accepted Mr Collins did not owe £29,000.

It added it was working to rectify the problem. read more

Avoid at All Costs .. .Shell Broadband is Rubbish …

From a Shell Energy Broadband Review recently posted on broadband.co.uk

Reviewer J petrie: Location Belfast: Date 2022-12-31

Comments

Absolute Garbage .. Internet Kept Dropping Out etc so I changed Provider … Shell asked me to return Router or I would be charged £35 … I Then returned The Router ( at my own expense BTW ) Recorded Delivery, but Shell are Still Trying to Take £35 from me .. Emails Text messages etc .. Now They Have put a Debt Collection Agency Mil Collections onto me To Try and Get The Money .. Also have Blacklisted me on credit File . This after a month or so from leaving Them … Well They have no chance of ever Getting The £35 … They Can Suck The Back of Them … Avoid at All Costs .. Shell Broadband is Rubbish … read more

proactiveinvestors.co.uk

Shell and SSE worst for energy customer satisfaction, says Which?

Jai Singh: 13:15 Fri 20 Jan 2023

SSE Energy Services and Shell are among the lowest-rated energy suppliers, according to a Which? survey.

Surveying more than 10,000 customers and covering 16 suppliers in Great Britain last October, the consumer choice researcher ranked Shell and SSE jointly next to the bottom in its assessment score.

FULL ARTICLE

20 Jan 2023

The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.

Awful Company AVOID!!!

Awful Company! I was with Shell Energy for nearly 3 years and nothing but hassle. Terrible customer service! Seem to get no reply! Ended up getting a whopping great bill (due to not resolving the issue as no one would respond to my emails or answer my questions on the phone) I am struggling to pay this bill as its quite big so went through stepchange and even through stepchange shell play up all the time. Now asking for full balance to be paid by March. Joke of a company. You will certainly not be seeing me ever again! I am now with Eon and they are great! read more

One of the worst Internet connections I ever had. Service level is at the absolute minimum. Hope they go bankrupt!

Shell Energy Broadband Reviews recently posted on broadband.co.uk

Reviewer S.b: Location Scottish borders: Date 2022-12-30

Comments

Utterly useless. Worst internet provider I have ever experienced. And I use the term provider in the loosest sense of the term, as they provide very little. Signed up to 70mbps deal which promises a minimum of 40 at any time. Here’s what I get: download on Steam or blizzard servers, on an ethernet cable connected desktop, plugged directly to the router, 1mbps download speed. Absolute peak connection speed I have seen on anything, was on the PS4 speed test, max 3.5 Mbps. You can forget gaming with shell internet. I drop out completely at least once an hour. You can barely browse the internet. Forget online auctions, you wont stay connected long enough. What they are delivering isn’t even 5% of what was promised. Utter shambles. Do not use. read more

Shell Energy Broadband Reviews recently posted on broadband.co.uk

Reviewer Caroline Deakin: Location South West: Date 2022-12-18

Comments

Unbelievably bad. Have spoken to 7 different Shell, so called ‘customer advices, people. They have been polite but obviously make it up as they go along. They pretend they are referring to my notes but have no record of anything. Have waited ,in 2 whole days for engineers I was told would come, either AM or PM and would text me to confirm time. They didn’t come or text. I am being charged for a service I am not receiving. I have wasted hours phoning or waiting for Open Reach. I am under contract and want terminate but apparently can’t, or have to pay a severence fee. That is so wrong. Can Shell do this, arn’t they regulated. Are they as bad as energy providers as they are at telecoms? read more

“Takes hours and hours to get through to rude and unapologetic staff. Promises to solve the problem are false. Staff have no idea what’s going on.”

Shell Energy Broadband Reviews recently posted on broadband.co.uk

Reviewer John: Location Leicester: Date 2022-12-12

Comments

No problems when with the Post Office but now continual problems with Shell broadband speed and its continuity. I’m supposed to receive a speed between 35 Mbs and 45 Mbs. I get as low as 11 Mbs. I complain for which one has to wait around 30 mins for someone to answer the phone. I’m told that I must give 3 possible days when an engineer needs to visit but be prepared to be charged if I’m not at home but for which there is no reciprocal arrangement if the engineer doesn’t turn up, which has happened to me. In fact the problem can be solved without an engineer’s visit and this can be undertaken remotely. Then my speed is restored to around 36 Mbs (min for me should be 35) after which it is slowly decreased until I have to complain again. It seems like I’m being robbed of the service I pay for. As it can be quickly reset I believe that it is my ISP who is throttling my speed. Broken contract – new provider here I come. read more